Emily from Supermoon shares three ways to improve customer service: make contact info and FAQs easy to find everywhere, use a shared inbox to handle messages from multiple channels in one place, and use AI to automate writing, tagging, and routing.
Hey everyone, my name is Emily and I'm here with Supermoon and I thought today that I would talk about how to deliver exceptional customer service. So at Supermoon we are a customer support platform and over the course of the last year I've been able to interview hundreds of support agents about their support processes. So what's going well or not going well for them and the biggest pain points they have. And from this I've come up with several points of things that I've learned about how to deliver a better customer service for your for your customers. And so the first point that I wanted to talk to you guys about today is don't make your customers ask for information they need. Already have given it stem in multiple places, multiple places on the website and email marketing, social media. I don't know how many times I've gone to a website looking for an address or a phone number and for some reason it's not there. And then I go to their Facebook and it's not there either. And then at that point you really have to reach out to the business because you need information. You're either going to reach out to them or go to someone else for that service. And so what I would suggest to you guys is don't just put something on one page that's hidden in a paragraph somewhere. Put the important information in an FAQ on your website homepage, on the footer, in an email update, keep putting that important information, the maybe top asked about information in front of your customers so that they have what they need. The second thing I wanted to talk about is if you're at a point where you're receiving lots of inquiries, maybe dozens a day from multiple channels, there are different options out there that you can find of a shared inbox where you can pull all of those channels into one spot and it's a lot easier for you to respond, for you to collaborate with your team and then for your customers to get an answer quicker. So what I would suggest is once you get to that point where it's starting to get a little bit hard to manage and it's taking a little bit too much of your time, I would definitely suggest finding a platform like that that you can collaborate in and then have everything just in one place. Lastly, I want to talk about how to utilize AI and customer service. So so AI happens to be really, really good at writing, rephrasing and repetitive type tasks. And customer service happens to be very repetitive. Right? Your customers already are sending the same questions in probably the same 10 or 15 questions. You're also sending the same types of responses. It's probably at similar times of the day that you're receiving these inquiries or similar days of the week that you're receiving them. And so what I would suggest you guys is find a way that you can implement AI in your customer support, even if it's not customer facing. So say you might not want to use a chatbot on your site, which is particularly fun. There's ways that you can actually use AI behind the scenes to help you rephrase or write an email or even do things like automate tagging something or assigning emails to certain people so that you don't have to go in and do all of those things manually. And then there are of course ways that you can set up an AI chatbot or something that is going to interact with your customers, all depending on really just your preference. But that's my three tips for you guys for today. Don't make your customers ask for information they need. Try to find a shared inbox that you can use to streamline your requests into one spot. And then also be open to leveraging AI in your customer support to save time. That's all I've got for you guys today. I hope you all have a great weekend and hopefully you were able to take away something from what I've been learning the past year.
